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Work Background
Cars CommerceSupport Manager
Nov. 2023Montreal, Quebec, CanadaAs Support Manager, I help guide our support team to provide outstanding customer service to our ever-growing list of valued clientele. My main areas of responsibility include: -Team Leadership: Motivate and develop our team of support agents to provide top-notch service -Quality Assurance: Define and maintain high service quality standards while continuously improving processes to optimize efficiency and customer satisfaction -Customer Relationship Management: Help to build and maintain strong relationships between our clients, account managers and support team. -Issue Resolution: Oversee the resolution and escalation of complex cases. -Communication: Maintain open and transparent communication with other departments to ensure a seamless customer support experience. -Reporting: Continuously analyze the support team metrics to identify trends and areas for improvement or optimization.
D2C Media IncData Analyst
Sep. 2022 - Nov. 2023Montreal, Quebec, CanadaAs a Data Analyst with D2C Media, I primarily focus on technical analysis of our automotive dealership clientele's inventory & pricing data.
In this endeavour, I also act as the escalation point for my support & business development colleagues.
Day-to-day tasks may include, but are not limited to: -Perform technical account set-up interviews with new clients.
-Data mapping standardization.
-Collaborate with relevant business-unit leaders to identify and prioritize problems.
-Generate ad-hoc reports to evaluate specific client requirements & evaluate LOE for implementation.
-Collaborate with stakeholders to identify business needs and streamline data sources.
EDealerPerformance Manager
Nov. 2020 - Sep. 2022Toronto, Ontario, CanadaAs a Performance Manager, I leveraged my experience in managing and supporting automotive dealership websites & digital marketing accounts to focus on key performance metrics & provide value-added recommendations to an assigned portfolio of over 50 clients.
I worked closely with my colleagues in graphic design, technical support, web dev & sales to drive the adoption, retention & growth of my clients' contracted services. Some examples of tasks I performed relevant to this role include: -Produced detailed reports on monthly website performance.
-Analyzed areas of opportunity to improve conversion rates & lead submissions.
-Worked with technical resources to conduct root cause analysis and prevent future issues.
-Managed quality control process pre-delivery to ensure the fewest possible post-launch corrections.
-Spearheaded continuous improvement initiatives to increase operational accuracy and streamline development processes.
360 Agency Inc.Account Manager
Jan. 2018 - Nov. 2020Montreal, Canada AreaAs an Account Manager, I was responsible for the day-to-day support and execution of the account strategy defined by the Territory Manager.
I served as the main point of contact between the clients & agency.
I was responsible for managing web dev initiatives, evaluating website improvement projects, cost analysis and project management.
I was also responsible for training & onboarding new clients in tandem with the launch team.
In this role, I was responsible for over 50 clients on an ongoing basis. Some other areas of responsibility included: -Developed and maintained strong working relationships with professionals within assigned territory.
-Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanour.
-Attended monthly sales meetings and quarterly sales training.
-Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
-Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
-Educated clients on new products or services to increase customer engagement with the agency.
-Facilitated client satisfaction and renewed customer relations to drive growth.
-Presented a professional image consistent with the company's brand values.
Koodo MobileStore Manager
Aug. 2014 - Dec. 2017Montreal, Quebec, CanadaAs Store Manager, I assisted with front-line sales and customer service and was responsible for the transaction settlements and cash count. Other areas of responsibility included: -Consistently met & exceeded monthly sales targets.
-Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
-Managed purchasing, sales, marketing and customer account operations efficiently.
-Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
-Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
-Trained new employees on proper protocols and customer service standards.
-Reconciled daily sales transactions to balance and log day-to-day revenue.
Public MobileSales Representative
Oct. 2012 - Aug. 2014Montreal, Canada AreaAs a Sales Representative, I was responsible for assisting clients in choosing the best mobile plan & phone for their needs.
I was also responsible for assisting clients with any concerns they may have had related to billing, technical support or account maintenance requirements. A summary of some of my day-to-day activities included: -Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
-Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
-Met existing customers to review current services and expand sales opportunities.
-Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
-Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
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